Removing Legacy Score

We're making the change of removing Legacy Score and substituting it with Score. Starting July 3, 2023, we will be removing the Legacy Score functionality to streamline our development processes and enhance the overall user experience.

1. What's the legacy score?

It is a numerical value that reflects the rating received, regardless of whether you used a survey with smiley faces, thumbs up and down, or a 10-star system. The legacy score is always calculated on a scale of 10.

2. Does this change affect me?

If you joined Nicereply from November 2021 onwards, you are most likely not using Legacy Score and will not be affected.

If you joined us before November 2021, and to determine, whether you use Legacy score, or score, please, review following:

  1. Integrations: Legacy Score is being pushed to integrations alongside the actual score. Ensure that your integration analytics or other processes have been adjusted to accommodate the current score.

    To distinguish Legacy tags/fields check the screenshot towards the end of this guide. Main distinction is that the current tags/fields specify the scale used (i.e.nr_nps_2_of_10 as opposed to nr_nps_2).

  2. Reports and Exports: Legacy Score is currently available in Nicereply reports and exports. If you are using this data as input for other tools, verify that you are reading the "score" column instead of the "legacy score" column.
  3. Email Notifications: Check if your email notifications contain any references to Legacy Score. Ensure that your mail scanning tools or processes do not rely on this information.
  4. Zapier Integration: If you are using Zapier integration with Nicereply, please be aware that it currently utilizes Legacy Score. We will be contacting Zapier users shortly to discuss the necessary steps. If you are planning to use Zapier with Nicereply in the foreseeable future or if you do not hear from us, please reach out to us for further assistance.

3. How is the score calculated?

Each rating scale has its own numerical representation. Smiley faces will be calculated out of 3, thumbs out of 2, and stars out of 5 or 10. This means that the CSAT score value will be directly connected to the number of rating options in your survey.

If you use the 3 Smileys CSAT Scale, customers can express their sentiment with positive, negative, and neutral smiley faces, and the score is calculated out of 3.

If you use the 2 Thumbs CSAT Scale, customers have 2 options: satisfied or not, and the score is calculated out of 2.

If you use the 5 or 10 Stars CSAT Scale, customers have 5 and 10 rating options, allowing them to express a wide variety of emotions, and the score will be calculated as a value out of 5 or 10.

4. Where can you see your score?

So far, your Legacy score has been displayed in your rating email notifications, new Rating Feed CSV exports, and Analytics. We have also pushed Legacy Score to integrations (we generated tags, notes and custom fields). As we mentioned, we're undergoing a transition and turning “Legacy score” to “score”.

In the past, when you received a new CSAT rating, two tags were pushed into the rated conversation - the new score tag and the legacy score tag. Since we're switching to Score, only the new score tag will be pushed. The same applies for your integration custom fields - there will no longer be the legacy Nicereply CSAT field, just the new CSAT field. 

5. Integration tags, custom fields and notes

Here's how your new tags will look like: 

The new tags are pushed based on the rating scale of your survey:

2-point CSAT scale (thumbs up/down)

    • nr_csat_1_of_2
    • nr_csat_2_of_2

3-point CSAT scale (smiley faces)

    • nr_csat_1_of_3
    • nr_csat_2_of_3
    • nr_csat_3_of_3

5-point CSAT scale (stars)

    • nr_csat_1_of_5
    • nr_csat_2_of_5
    • nr_csat_3_of_5
    • nr_csat_4_of_5
    • nr_csat_5_of_5

10-point CSAT scale (stars)

    • nr_csat_1_of_10
    • nr_csat_2_of_10
    • nr_csat_3_of_10, etc. 

CES scale

    • nr_ces_1_of_7
    • nr_ces_2_of_7
    • nr_ces_3_of_7, etc.

NPS scale

    • nr_nps_0_of_10
    • nr_nps_1_of_10
    • nr_nps_2_of_10, etc.

New score in LiveAgent

New score in Zendesk

HelpScout legacy score, new score and new tag

Front CSAT legacy score, score and new tag

Front NPS new tag

Integration notes

Integration notes

Updated integration notes include a new score tag:

Nicereply CSAT feedback collected

Agent: Lenka Brozmanova

Score: 2 (out of 3)

Comment: great service

Integration custom fields

We won’t create legacy custom fields:

  • Nicereply CSAT (1 = negative score, 5 = neutral score, 10 = positive score)
  • Nicereply CES (1, 2, 3, 4, 5, 6, 7)
  • Nicereply NPS (0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10)

Instead, we post the score to the following custom fields (in Zendesk, Front, LiveAgent, Freshdesk, Kustomer, HelpScout, Pipedrive).

The CSAT score appears in the CSAT custom fields that reflect the point scale.

  • Nicereply 10-point CSAT (1, 2, 3, 4, 5, 6, 7, 8, 9, 10)
  • Nicereply 5-point CSAT (1, 2, 3, 4, 5)
  • Nicereply 3-point CSAT (1, 2, 3)
  • Nicereply 2-point CSAT (1,2)

The NPS and CES score appears in the NPS and CES numeric custom fields.

  • Nicereply NPS 
  • Nicereply CES

For instance, if you use a drop-down ticket field in Zendesk, we won’t generate these fields. 

Instead of those, you'll have Numeric.

New Score in Pipedrive

We will post the score to NPS, CSAT, CES numerical custom deal fields (multiple-options fields will be removed).

6. Data collection and storage

Please note that data collection will not be affected by these changes. If you have email template surveys or other configurations that collect scores using the Legacy method, rest assured that we will continue to collect and store them as if they were received using the new scoring system. However, the Legacy Score will not be stored separately.

Use a Score Column in CSV export (Legacy score won’t be supported)

The legacy CSAT score will be removed in Analytics

The legacy CSAT score will be removed from Extra questions Analytics.